Ticket access

By default every staff role from the Roles page sees every ticket. A panel, or one of its categories, can instead keep its tickets to only the roles you choose: billing questions to your accounting team, partnership requests to your partnership managers.

How it worksCopy Anchor Link

The most specific rule wins:

1. Category — "Only these roles" on a category (Premium).
2. Panel — "Only these roles" on the panel.
3. Server — otherwise, the staff groups of the Roles page.

Each role either handles the tickets (sees the channel, replies, claims, closes, adds notes) or is read only (sees the channel and the transcript, cannot write or use the ticket's buttons). Read only is Premium.

Always allowed: the Roles page's admin group, Discord administrators and the server owner see every ticket. On the dashboard, members with Manage Server see them all too.

Set it upCopy Anchor Link

• A panel: Ticket Panels → the panel → Access tab → Only these roles, then add roles.
• A category: Ticket Panels → the panel → Categories → the category → Who handles these tickets.
• At a glance: Ticket Access lists every panel and category with who handles it. Check access shows which tickets a role sees (Premium).

The role pinged on a new ticket is a separate setting of the category (Role to ping).

What follows the rulesCopy Anchor Link

• The ticket channel — only those roles get access when it opens, when it is reopened, and it keeps them when moved with /ticket move.
• The bot — /ticket commands, Claim, canned replies and the ticket's buttons answer only to the roles that handle it. A read-only role is told it can read but not act. The member who opened the ticket and members added to it are never refused.
• The dashboard — agents and log viewers see open tickets, history, transcripts and attachments of a kept ticket only when they hold one of its roles. A read-only role sees the conversation without the reply box.
• DM tickets in a support server — the same rules, with the support server's roles. The default staff there is the Support group on the Roles page, and the main server's admin group gets no access in the support server (its Discord administrators still see everything).

The roles allowed are saved on each ticket when it opens, so its history keeps the same access if the rules change later.

Tickets already openCopy Anchor Link

Changes apply to new tickets. To update the channels of tickets already open, press Apply to open tickets on the Ticket Access page. Tickets opened before panels and categories were recorded (before 15 October 2026) are left as they are.